Job Details

ID #20014816
State Ohio
City Troy
Job type Full-time
Salary USD TBD TBD
Source ITW
Showed 2021-09-21
Date 2021-09-21
Deadline 2021-11-20
Category Et cetera
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Technical Product Specialist

Ohio, Troy, 45373 Troy USA

Vacancy expired!

Job Description

Reporting to the Technical Support Manager, the Product Support Associate – Will work directly with management and will be responsible for performing complex duties.

The ideal candidate is highly self-motivated, professional, and capable of managing their workload and prioritizing tasks in a fast-paced corporate environment.

This individual must be able to display professionalism and use tact during all aspects of day-to-day functions. Possesses knowledge of organization or department procedures.

The company offers medical, dental, and vision benefits, a 401(k) plan with a company match and a great work environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Providebasic, intermediate, and advancedtechnical troubleshooting and repair assistance via phone, email, and other methods.
  • Provide installation supervision and customer/technical on-site service support based on availability and/or product knowledge.
  • Participate in Stage Gate / Service readiness meetings for new product development, enhancements, and significant existing product changes based on availability and/or product knowledge.
  • AssistQA and Engineering groups to investigate andprovideresolution of software, hardware, mechanical and electrical problems
  • Participate in the development of self-help programs such as Knowledge Modelsfor TIS based on availability and/or product knowledge.
  • Always acts with integrity.
  • Lives/embodies ITW’s values with cultural awareness.
  • Takes ownership: Drives positive change and challenges the status quo. Addresses issues with courage.
  • All other duties as assigned by your manager.

Qualifications

Education and Work Experience

  • High School Graduate or GED
  • 7-10years Technical Support, Engineering/QA, Food Equipmentrepairor equitable work experience in a relatable field 

Desired Education/Experience

  • AAS or BA/BS in Engineering,technologyor computer science, orequitable work experience in a relatable field

Job – Specific Knowledge

  • Make safety & health issues/concerns a priority and adhere to established regulations and guidelines.
  • Provide afterhoursphone support on a rotational basisas scheduled
  • Interface with Hobart Sales and Service organizations authorized independent Servicers, customers, and various internal departments.
  • Review warranty and contract claims for technical merit and process within approval limitations.
  • Assist management in the resolution of equipment and service performance concerns received internally and externally
  • Advise team members and management onservicehistory analysis to aid in drawing conclusions and setting a path forward, utilizing tools like the root cause analysis report.
  • Assist with development of webinars as needed for product rollouts, introductions, upgrades,andconversion programs based on availability and/or product knowledge.
  • Serve as technical advisor in the development/review of Training, Service and Sales documentationthroughout the development / release process
  • Support in the development / update of service products Ie: (Prosurance, PM, MI), start-up/ service procedures, EOL documentation.
  • Epic review andprocessing; share recommendations and feedback for managerapproval.
  • Mentorship of newly trained techniciansby attending service training functions to provide information on the technical support team and develop a rapport.
  • Trainand mentorteam membersin product support, claim review and approval process including department SOP as needed.
  • Advanced electrical,mechanical, software, firmware, and computer systemstraining(Military training a plus)

PHYSICAL DEMANDS & WORK ENVIRONMENT

Physical Demands

  • Lifting 50-75 lbs. with or without assistance
  • May be required to climb ladders
  • Regularly required to sit more than 6 hours
  • Frequently required to stand, walk, bend, Kneel, squat, push/pull
  • Willingness to travel as required up to15%

Working Conditions

  • Customer sites and conditions will vary based on industry and product
  • May be exposed to noise, heat, cold, slippery, wet and dirty conditions
  • Standard office environment in a controlled climate

Additional Information

Why work for us?

  • Competitive pay
  • Great insurance options with low premiums
  • Paid vacation and holidays
  • 401K with company match
  • Extensive on-the-job, online, and classroom training
  • Safety-conscious work environment

Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at [emailprotected] to request assistance. No other requests will be acknowledged.

Vacancy expired!

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